This high level PowerPoint accompanies a longer piece about the rise of the "Office of Customer Experience," which can be found in my LinkedIn Profile (Daniel Israel)

1. Office of Customer Experience (OCX)
Created by Dan Israel
December 2016

2. Table of Contents
¤ What is the Office of Customer Experience (OCX)
¤ A Dashboard for Customer Experience
¤ The OCX Methodology
2

3. What is the Office of Customer
Experience (OCX)
3

4. Defining the Office of Customer
Experience (OCX)
A cross functional team whose
experience at the intersection of
marketing and technology enables
them to optimize experiences across the
customer journey. This is done through a
combination of primary research and
analytics, with an understanding of how
to bridge offline and online interactions.
4

5. Who Benefits from OCX?
¤ Provide me a holistic view of our
customers
¤ Give me metrics for each phase of the
customer journey
¤ Provide a governance structure to
implement the OCX action plan
5
¤ Give me something relevant
¤ Make my life easier than it is today
¤ Make my life better than it is today
Businesses Customers

6. Who are the OCX Team Members?
6

7. A Dashboard for
Customer Experience
7

8. Most Businesses Have Some Version of the
Customer Experience “Wheel”
8

9. But Many Lack Tools to Measure Customer
Experience at Each Phase
9
Speed
Meter
Frictionless
Meter
Speed Meter. Refers to how long it takes to resolve
something. The longer it takes, the less likely the call
to action will be realized, or the goal met.
Frictionless Meter. Refers to lowering friction. The
more obstacles to complete a call to action, the
more friction exists.
Robust research shows that the biggest obstacles for completing a call
to action are Speed and Friction. We have a methodology to measure
Speed and Friction across each phase of the customer experience.

10. Applying the Meters to the Awareness
Phase
10
Sample Attributes for Scoring:
• QUANTITATIVE: Click to Action rates for mobile search
• QUALITATIVE: Use of polls, votes, SMS, etc.
Sample Attributes for Scoring:
• QUANTITATIVE: Content optimized for the touchpoint (native, responsive)
• QUALITATIVE: Awareness campaigns go to where the customers are
Purpose
Speed
Meter
Frictionless
Meter
Phase Defined Easy to digest scoring with “Harvey Balls” to
measure business against stated metric
Identify quantitative and
qualitative metrics that
impact speed and friction
for a business in this phase

11. The OCX Methodology
11

12. Legend
60 Days
Phase 2
30 Days
The OCX Methodology
Inputs Deliverables

13. THANK YOU!!!
Dan Israel
Owner, Reptile Storytelling
Atlanta, GA
dan@reptilestorytelling.com
404-664-5436